Shipping policy

divain guarantees its customers delivery to the home in hand with the customer's signature, or at a delivery point through the shipping agency responsible for the tracking and tracing of their shipment. The customer chooses which agency from those proposed they want to receive their order with at the time of completing their purchase.

If a customer requests a delivery change from the agency during transit, it will not be subject to a claim and divain will not be responsible for non-delivery, loss, or theft of the order if the customer allows the agency to leave it in a place mentioned by the customer. (example: mailbox, another person, an address other than a delivery point, garden, balcony, etc.) In case of wanting to modify the delivery during transit, divain recommends that the customer always redirect it to a pickup point offered by the shipping agency, since in that case, divain will be able to file a claim in case of non-delivery of the order.

In case of absence or impossibility of delivery at the indicated address, the agency will notify the customer by email or SMS that they must schedule the delivery themselves. If the agency does not receive any instructions, it will proceed to deposit the package at the delivery point closest to the address, where it will be held for pickup for a period of 10 days. If this period is exceeded and the customer does not pick up their order, the shipping agency will return the order to our warehouse. Orders returned to our warehouse because the customer did not pick them up, or was absent more than 2 times, will not be refunded for shipping costs. (except claims, lost orders, agency error…)

You can do this tracking on the tracking and tracing page of your order, from our website in the section "my accountOr if you need to see the tracking of the shipping agency directly, you can access it from the email we sent you confirming the preparation of your order in which you will find the direct link to the shipping agency assigned to your shipment.

DELIVERY TIMES

Note: During periods of high demand (such as Black Friday, Christmas, or new product launches), order preparation and shipping times may experience a delay of a few days. We greatly appreciate your patience. You can check your order status here.

Through the assigned courier service, orders will be delivered within an estimated timeframe considering the following information:

If the customer does not provide correct or accurate contact details, neither divain nor the transport agencies can guarantee delivery within the established timeframes, and the customer will not receive any communication regarding the tracking of their order and will only be able to see the shipping status through the link.

For deliveries to pickup points, it is mandatory to provide a mobile phone number so the customer can receive the pickup code (QR PASS) that will allow them to collect their order at the chosen delivery point. Agencies may redirect the order to an alternative delivery point to the one initially chosen by the customer, due to capacity or unavailability of the initial pickup point. This will not be subject to any claim by the customer.

BEFORE CONFIRMING THE PURCHASE ALWAYS CHECK YOUR CONTACT DETAILS TO ENSURE ON-TIME DELIVERY.

DELIVERY AREAS AND COSTS

divain distributes shipping costs by minimum amount segment depending on the destination country:

Spain*:

 

*At the moment, shipments are not made to the Canary Islands, Ceuta, Melilla, Andorra, and Gibraltar.

France:

 

Belgium:

Italy:

 

Germany, Austria:

 

Netherlands:

 

Portugal:

 

United Kingdom (including Northern Ireland):

 

Europe Zone 1 (Ireland, Romania, Bulgaria, Slovenia):

 

Europe Zone 2 (Austria, Bulgaria, Denmark, Latvia, Croatia, Lithuania, Slovakia, Luxembourg, Estonia, Finland, Poland, Hungary, Czech Republic, Sweden):

 

Greece: Shipments to Greece have a flat rate of 15.99€, with no free shipping available.